Fresher / Service Desk Engineer

About the Role

We are looking for a proactive and customer-focused Level 1 IT Support / Service Desk Analyst to join our IT support team. This role is ideal for fresh graduates or candidates with up to 1 year of experience who are passionate about technology and helping users resolve IT issues efficiently.

As the first point of contact for IT support, you will manage incoming emails, incidents, and service requests, ensuring timely resolution while delivering an excellent customer experience.

Key Responsibilities

• Monitor, manage, and respond to incoming support emails and service desk tickets.
• Provide first-level technical support for hardware, software, network, and user access-related issues.
• Log, categorize, prioritize, and track incidents and service requests through the ticketing system.
• Troubleshoot and resolve basic IT issues within agreed Service Level Agreements (SLAs).
• Escalate complex or unresolved issues to Level 2 or relevant support teams.